OnTrac

I have sent the consumer an e-mail asking additional questions to them and provided my contact information

Good afternoon, My apologies for this poor customer experience, I assure it is not the level of service we strive to provideI agree, this performance is simply not acceptable, and as such, would like to file a driver complaint with the driver supervisor so that he can review the issues
and concerns with the driver assigned to make deliveries in your areaIn order to do that, I will need a shipment tracking numberCan you please provide that to Matthew G***, Customer Care Manager, so that he can further assist? He can be reached via email at ***@ontrac.comI have copied him in so that he can plan on receiving your email.Again, my apologies. Regards,Deborah S***

I received an email from Deborah S*** (Ds***@***) stating that she had been trying to contact me via phone I called her at her "direct" line ***, and left a message with my direct phone number as well as information that I had witnessed an Ontrac Representative unloading a van of packages to unit Fat A Family Discount Storage, *** * *** *** *** *** ** *** I know this because I also have a storage unit at this facility, and I witnessed a storage unit 60% full of packages, the majority of which had *** Branding I made several attempts to directly contact Ms S*** and never received a response back My expectations for resolutions have not changed However, additionally I feel that some additional research to that storage unit should be done If this happened to me, how many others did it happen to?

Hello, Based on the complaint received by Mr***, I have addressed his concerns with the local delivery facility. Mr*** has requested that when deliveries are being made to him address, that the delivery driver not leave items at the end of the drive, but come to his residence
and make proper deliveryThese requests are not unrealistic, and are in fact what should be occurring alreadyMy apologies that he had to write in to get assistance in resolving this issueWe have confirmed these instructions are in our system for Mr***’s delivery address and the local Manager has addressed these concerns with the delivery driver and his Supervisor to ensure that there are no future issues.Regards,***

Based on the complaint received by the customer, the customer has had shipments returned to the shippers and not delivered to the receiver’s address Upon investigating this issue, a third party (Shipper) had reported a potential fraudulent delivery associated with the same address that this
customer is located at As a result, we were asked to stop deliveries to this address and return them to the shipper While this was updated in our system to accommodate one shipper’s request, it inadvertently caused us to return all shipments destined to the receiver’s address in error.To address these concerns, we have reviewed the delivery requirements for this delivery address with the delivery driver, his Supervisor and the local leadership team In addition, we have updated our database with instructions clarifying that only shipments from the Shipper who specifically requested we stop delivery be held and returned so that deliveries from other companies can be delivered to the customer The system will reflect these details to ensure that the delivery driver will have this information for all future deliveries. I have attempted to contact *** *** directly via phone to apologize for our less than staller performance regarding the non-delivery of the recent shipments and to advise directly the steps we have taken to address the customer’s concerns, but I have not received a call back In the message left apologizing for these issues, I have provided *** with my personal contact information so that if there are any future issues or concerns, I can be contacted directly for immediate assistance. Best Regards,*** ** ***Customer Care Manager

Sent customer an email with contact info and advise them to contact me directly for assistance

Good day,I have reviewed all of the shipment details, and see that the complainant reached out to our contact center to share his concernsAs a result, a driver complain was filed with the driver's supervisor, and a discussion was hadI'll have the contact center follow up once again to ensure
that the driver completely understands that delivery to the top of the mailbox simply is not acceptableShould another incident occur, I'd like to have the complainant reach out directly to meI can be reached at ds***@ontrac.com.My sincere apologies for this clearly less than stellar customer experienceRegards,Deborah

Good day, I have reached out to the shipper to request the tracking number assigned so that I can try to resolve this issue for himI am awaiting his response. Regards,Deborah S***

As requested, I am including the tracking number from the most recent order: *** This tracking number should be visible under the provided Order number: Unfortunately, there is only one other order available on vitacost.com under my account which came with minor damage to one product on the inside of the box (Order #***, Tracking ***) That issue went unreported because I get tired of having something happen every time these packages are delivered My companion and I both have placed orders, but I am not sure what the order and tracking numbers may be Also, the running history of problems with the delivery of orders would date prior to 2015, so not all those orders would be available Our initial order prior to vitacost using OnTrac was the only order with which we have not had a problem as the USPS was used

Upon further review of this Revdex.com complaintI have reached out to the facility that the consumer was referencing and provided them with the details as to the concerns this consumer hasI have asked they the make an outreach call to the consumer in order to discuss this matterIn addition, my e-mail
and contact phone number was provided to the consumerThis issue was escalated by myself to the necessary parties within OnTrac

I have reached out the consumer and providing my contact informationI also advised that I have reached out to the driver to see if they can locate the package

I responded to the consumer on 12/15/regarding his issueA formal complaint was filed on his behalf against what had transpired with the consumerIn addition I provided a formal apologize to the consumer, via e-mailThe consumer was provided my contact information in the event any further
issues should happen

Hello,Based on the information that was provided in the complaint filed, the customer had a shipment delivered in November that was not able to be located. Ms*** did contact our offices directly and we sent the driver back to attempt to help locate the shipment, but unfortunately, when
the driver returned, the shipment was no longer at the delivery location. We have verified through our internal technology that the delivery driver was at the correct address at the time the delivery scan was completed.We have taken steps to ensure that moving forward the driver will attempt to obtain a signature when completing deliveries to Ms*** address, regardless if the shipper requests us to leave the shipment without a signature so that they are not left inside the security gate, where they may be visible to passersby who may pass by her front door. These instructions have been updated in our system so that the driver will be aware that it is not safe to leave shipments at the front door when Ms*** is not home on all future deliveries.A phone number was not provided for the customer on this complaint, but I have emailed Ms*** to apologize for her less than stellar experience with her delivery and have provided Ms*** with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance. Sincerely,*** ***Customer Care Manager

Hello,Based on the information that was provided in the complaint filed, Ms*** had a shipment ordered that was lost in transit and not delivered. Ms*** did contact our offices directly and we conducted a thorough search for her shipment, but unfortunately, we have not been successful in
locating the shipment and as a result, this has been declared a Lost Consignment. We have addressed this with the local delivery facility to ensure that the issue is addressed with the sort team at the local delivery facility to ensure that this does not happen again as we believe that this shipment may have been mis-sorted to another receiver in error and we have not been able to recover. In addition, Ms*** did express that one of the Customer Care Representatives she spoke to was in need of additional training regarding details of the local delivery facility operations in the area where Ms*** resides. This has also been addressed and corrective actions have been taken to ensure that this type of complaint does not happen againWe have spoken to Ms*** directly during the additional requests for searches to ensure that she has been updated on the actions taken and to apologize for her less than stellar experience with OnTrac. We have explained the various processes that were taken to attempt to locate her shipment. In addition, I have confirmed with her that she has received a refund from the shipper as unfortunately, the items ordered were limited edition and could not be replacedI have provided Ms*** with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance. Sincerely, *** ** *** Customer Care Manager

Hello, Based on the complaint received by the customer, I have addressed Ms*** concerns with the local delivery facility Our records indicate that our driver had Ms*** shipment out for delivery on December 31, 2014, but was unable to attempt delivery prior to the end of the dayThe shipment did go back out for delivery the following business day (January 2, 2015) and was delivered directly to the Leasing Office at Ms*** residence at 3:43PM. To address Ms*** concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed deliveryThis issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen again.I have made multiple attempts to contact Ms*** to discuss her concerns and apologize for her less than stellar experience with OnTrac but have not been able to connect with her directly via phone As a result, I have emailed her to advise of the actions we have taken to address her concerns and provided her with my direct contact information so that she can contact me directly for any additional follow up, questions or comments now or in the future. Best Regards,*** ***Customer Care Manager

Sent e-mail to consumer with my contact informationAdvised would like to speak with him regarding his concern

the email address they sent contact information to was wrong*** is the correct address

Good afternoon,My apologies for this poor customer experience, I assure it is not the level of service we strive to provideI agree, this performance is simply not acceptable, and as such, would like to file a driver complaint with the driver supervisor so that he can review the issues
and concerns with the driver assigned to make deliveries in your areaI have copied in Matthew Gracey, Customer Care ManagerHe can be reached via email at *** Please do contact him directly for further assistanceHe can file and work the driver complaint, as well as assist you in filing a claim for your goods.Again, my apologies. Regards,Deborah S***

Hello,Thank you for providing the tracking number for one of your shipmentsI do see in the system comments that the Customer Care Department was contacted in regards to thisThat call resulted in a driver complaint being filed, and a discussion with the driver supervisor taking placeAs stated previously, it is not acceptable to leave shipments at a USPS box, and it should not have ever happenedI have reached out personally to the General Manager of the delivery facility and asked that he follow up once again to ensure everyone has clear understanding that this is not an acceptable level of serviceI apologize that you had to experience this poor level of serviceWhat else, if anything, can I do to assist?Regards,Deborah

On 12/15/16, I responded to the consumer in regards to his Revdex.com complaintI provided an apology to the consumer and advised that his issue has been escalated within the proper channels at OnTracIn addition my contact information was provided to the consumerI am requesting from the OnTrac
facility a detail readout regarding this matter so that I may further assist this consumer